Technical Support Engineer

BayOne Solutions; San Francisco (CA); On-site; USD 150,000 - 165,000; Full time

Job summary

BayOne Solutions is hiring a Product Support Specialist to join our client. You’ll be on the front lines of safely delivering AI to users, responding to and tracking needs to ensure a great experience with Anthropic products.

In this role you’ll handle high-volume product support, communicate clearly and empathetically with diverse users, and collaborate with engineers to diagnose and resolve issues at scale while seeking process improvements to reduce contact rates.

Qualifications

• 2+ years of experience with high volume product support
• Excellent written communication and empathy in user interactions
• Ability to prioritize and adapt in a fast-changing product landscape
• Experience partnering with engineers and internal stakeholders to diagnose and resolve issues

Responsibilities

• Respond to user support cases in a high volume environment
• Communicate clearly and empathetically with diverse user personas
• Prioritize and adapt to evolving product landscape
• Collaborate with engineers and teammates to diagnose and resolve issues at scale
• Suggest improvements to support processes to increase efficiency and reduce contact rates

Skills

High-volume support

Empathy

Written communication

Technical aptitude

Job description

Duration: 4 months contract with Potential to extend every 4 months

Rate: $75/hr on W2

Job Description:

Position Summary

We are hiring a Product Support Specialist to join our client. In this role, you’ll be at the front lines of safely delivering AI to the world. By responding to, investigating, and tracking user needs, you will help ensure users have a great experience with Anthropic products.

Requirements

Become an expert in all client products Respond to user support cases in a high volume environment.

Clearly and empathetically communicate with a wide range of user personas

Prioritize critically and comfortably adapt to an ever-evolving product landscape

Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale

Provide suggestions for improving user satisfaction through support processes as well as to increase efficiency and drive down contact rates

You might be a good fit if you:

Have 2+ years of experience with high volume product support, preferably in a second tier or escalated support team

Have demonstrated an ability to thrive in fast-paced, reactive situations

Possess strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution

Have crisp but kind written communication skills and a deep care for the details

Enjoy helping others learn about new features and complex concepts

Are persistent and curious; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward

Have experience contributing to the foundations of a support team - this is essential, highly valuable, but often unglamorous work

Are proficient at working in a technical environment and are interested in Client’s products